Medallia Launches Four Breakthrough AI Innovations

Medallia, Inc., the global leader in customer and employee experience, announced at its Experience ‘24 conference four ground-breaking artificial intelligence (AI) innovations that will fundamentally change how organizations can personalize customer and employee experiences. Ask Athena, Intelligent Summaries, Smart Response, and Themes will further enable leading brands to democratize insights, activate employees, and individualize experiences using cost-effective, responsible, and scalable AI and intelligent automation. All four solutions will become available to Medallia customers as part of Medallia Experience Cloud. “These incredible new generative AI solutions mark a fundamental shift in customer experience, moving from looking at data and analytics, to taking action, in real-time, through automation, to deliver a personalized, instant experience,” said Joe Tyrrell, CEO at Medallia. “We are delivering against our vision of a future driven by responsible AI, built to continually adapt real-time to new information at every point across the customer and employee journey, dynamically training itself with each new signal to personalize every experience and to empower humans to be more effective on the critical tasks they take on.” Also Read: Sogolytics Elevates Customer Experience Management with ChatGPT Integration The four new solutions will transform how companies use generative AI to deliver more personalized experiences across every interaction:

Ask Athena: Simply Ask Athena a question and get a quick, intuitive, and informed answer, generated using an organization's experience data, or any relevant data points. Ask Athena understands the context of the question and returns an AI summarization of the results and additional data, graphs, charts, and more information. It’s easy to see the performance of a specific business line, go deeper to regional or customer segments, or drill down to detailed feedback records and see suggested actions — all through easy, conversational questions.

Intelligent Summaries: Save employees thousands of hours with AI composed summaries of any interaction, profile, and more, that include details that matter most to those who serve customers or employees — like reasons for contact, issue resolution, and customer satisfaction. Intelligent Summaries eliminates the need for employees to do the tedious work of reviewing millions of records and instead delivers concise and accurate summaries, appearing exactly where employees need them in records and record lists, and can be utilized across the entire experience platform.

Smart Response: Provides a personalized, empathetic, and accurate response to customers, in real-time, with Medallia’s generative AI Smart Response. Organizations can increase customer satisfaction and loyalty by empowering every employee to close the loop faster than ever. Themes: Achieve faster time to insight with more granular, action-oriented Themes that now leverage generative AI, complete with Intelligent Summaries generated on each Theme. Employees of all levels are now able to identify issues faster and streamline root cause analysis and data exploration. SOURCE: Businesswire